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Occasional Advisor
phidippus
Posts: 6
Registered: ‎Sun 29-Jan-2012
0

[updating] could not contact server

Hello,

 

I am having an updating problem. The message says 'could not contact server'. I see there are many posts on this issue, but I was unable to make use of the existing posts, partly because I don't understand them. So I decided to post my own. My OS is Windows 7 Enterprise (64bit), and Sophos Endpoint Security and Control is version 9.5. I paste a log from the application below. Thank you for your help.

 

*****************************************************************

Time: 1/29/2012 23:39:30Message: AutoUpdate finishedModule: ALUpdateProcess ID: 4660Thread ID: 4228
Time: 1/29/2012 23:39:29Message: Installation of Sophos AutoUpdate skippedModule: ALUpdateProcess ID: 4660Thread ID: 4228
Time: 1/29/2012 23:39:29Message: Installation of SAVXP skippedModule: ALUpdateProcess ID: 4660Thread ID: 4228
Time: 1/29/2012 23:39:29Message: Downloading phase completedModule: ALUpdateProcess ID: 4660Thread ID: 4228
Time: 1/29/2012 23:39:28Message: Product cache update from secondary server successfully finishedModule: SDDSUpdateProcess ID: 4660Thread ID: 4228
Time: 1/29/2012 23:39:28Message: Downloading product Sophos AutoUpdate from server SophosModule: SDDSUpdateProcess ID: 4660Thread ID: 4228
Time: 1/29/2012 23:39:27Message: Product cache update from secondary server successfully finishedModule: SDDSUpdateProcess ID: 4660Thread ID: 4228
Time: 1/29/2012 23:39:26Message: Downloading product SAVXP from server SophosModule: SDDSUpdateProcess ID: 4660Thread ID: 4228
Time: 1/29/2012 23:39:24Message: Download of product RMSNT from server Sophos skipped because it is unavailable from this locationModule: ALUpdateProcess ID: 4660Thread ID: 4228
Time: 1/29/2012 23:39:23Message: ERROR:   Download of Sophos AutoUpdate failed from server http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/Module: CIDUpdateProcess ID: 4660Thread ID: 4228
Time: 1/29/2012 23:39:23Message: Downloading product Sophos AutoUpdate from server http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/Module: CIDUpdateProcess ID: 4660Thread ID: 4228
Time: 1/29/2012 23:39:21Message: ERROR:   Download of SAVXP failed from server http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/Module: CIDUpdateProcess ID: 4660Thread ID: 4228
Time: 1/29/2012 23:39:21Message: Downloading product SAVXP from server http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/Module: CIDUpdateProcess ID: 4660Thread ID: 4228
Time: 1/29/2012 23:39:19Message: ERROR:   Download of RMSNT failed from server http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/Module: CIDUpdateProcess ID: 4660Thread ID: 4228
Time: 1/29/2012 23:39:18Message: Downloading product RMSNT from server http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/Module: CIDUpdateProcess ID: 4660Thread ID: 4228
Time: 1/29/2012 23:39:18Message: ***************          Sophos AutoUpdate started          ***************Module: ALUpdateProcess ID: 4660Thread ID: 4228


Executive VIP
jak
Posts: 1,741
Registered: ‎Sat 19-Dec-2009
0

Re: [updating] could not contact server

HI,

 

Are you able to paste the contents of the AutoUpdate trace log during a failed update.  You can find them here:

 

"C:\ProgramData\Sophos\AutoUpdate\Logs\ALUpdate[timestamp].log"

 

Just the text beween the text:

ALUpdate started:

and

ALUpdate started:

of the last update check should do.

 

Out of interest, is this the only machine updating from that same location ( http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP) with the problem, this should rule out the distribution location being the issue.

 

Regards,

Jak

 

Occasional Advisor
phidippus
Posts: 6
Registered: ‎Sun 29-Jan-2012
0

Re: [updating] could not contact server

Jak,

 

Thank you for replying. 

 

There is no folder named *Logs* inside of  *C:\Program Files (x86)\Sophos\AutoUpdate*

I tried to find it in other folders, but I could not find it... In the configure option of the control panel of Endpoint, it saysLog file location: C:\ProgramData\Sophos\Sophos Anti-Virus\logs\SAV.txt   ---- but there is no such folder (i.e., ProgramData) in C:\ either...

 

I also do not know about (http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP). This was automatically set by the installation. I think many computers (this is under a university lisence) are set up in the same way. 

 

Thank you for your help.

P

Executive VIP
jak
Posts: 1,741
Registered: ‎Sat 19-Dec-2009
0

Re: [updating] could not contact server

Hi,

 

The option "Show hidden files and folders" is required to be on to see "C:\programdata\" but you should stil be able to browse through it.  To do so, just open a Explorer window, e.g, open "Documents" or "Computer" and then update the address bar to be:

 

C:\ProgramData\Sophos\AutoUpdate\Logs\

 

If it's easier for the future, you can emable the option to see the directory:

"Control Panel"

"View by Category" = small icons

"Folder options"

"View" tab

"Show hidden files, folders and drives" radio button.

 

Or 

If you're already looking at the list of folders under C:, Click "ogranise" from the menu and then choose "Folder and search options", then "View" tab -"Show hidden files, folders and drives" radio button.

 

Out of interest, can you ping the address:

140.112.8.164

I.e, in a command window, does running:

ping 140.112.8.164

reply?

 

Is it that you're away from that network and it's a similar case to:

http://community.sophos.com/t5/Sophos-Endpoint-Protection/Can-not-contact-Server/m-p/14679#M6479

 

Regards,

Jak

 

 

Occasional Advisor
phidippus
Posts: 6
Registered: ‎Sun 29-Jan-2012
0

Re: [updating] could not contact server

Jak,

 

Thank you for the detailed advice. I paste the ping response and the log below. I got the ping response, so it is a different case from the one you mentioned?

 

I could not paste the log file at once (over 20000 letters limit). I will devide it into three...

 

 

******** PING RESPONSE ********

Pinging 140.112.8.164 with 32 bytes of data:

Reply from 140.112.8.164: bytes=32 time=125ms TTL=118

Reply from 140.112.8.164: bytes=32 time=113ms TTL=118

Reply from 140.112.8.164: bytes=32 time=122ms TTL=118

Reply from 140.112.8.164: bytes=32 time=111ms TTL=118

Ping statistics for 140.112.8.164:

    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

    Minimum = 111ms, Maximum 125ms, Average = 117ms

 

******** LOG FILE 1 ********

Trace(2012-Jan-30 16:42:48): CIDUpdateLocation::smileyfrustrated:ync - Updating from http CID: http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/rms

 

Trace(2012-Jan-30 16:42:37): ALUpdate started: -ManualUpdate  -NoGUI -RootPath "C:\Program Files (x86)\Sophos\AutoUpdate"

Trace(2012-Jan-30 16:42:37): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has been added.

Trace(2012-Jan-30 16:42:37): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} is not  available from Sophos.

Trace(2012-Jan-30 16:42:37): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} is not  the Spam Rules package.

Trace(2012-Jan-30 16:42:37): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.

Trace(2012-Jan-30 16:42:37): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.

Trace(2012-Jan-30 16:42:37): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is  available from Sophos.

Trace(2012-Jan-30 16:42:37): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not  the Spam Rules package.

Trace(2012-Jan-30 16:42:37): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0

Trace(2012-Jan-30 16:42:37): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.

Trace(2012-Jan-30 16:42:37): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.

Trace(2012-Jan-30 16:42:37): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.

Trace(2012-Jan-30 16:42:37): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  available from Sophos.

Trace(2012-Jan-30 16:42:37): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  the Spam Rules package.

Trace(2012-Jan-30 16:42:37): ConfigurationImpl, considering PMSR: PureMessage not installed, PMSR package will not be updated

Trace(2012-Jan-30 16:42:37): Considering subscribed products.

Trace(2012-Jan-30 16:42:37): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}

Trace(2012-Jan-30 16:42:37): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.

Trace(2012-Jan-30 16:42:37): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.

Trace(2012-Jan-30 16:42:37): Could not read registry entry containing Sophos address - using hardcoded value.

Trace(2012-Jan-30 16:42:37): Could not read registry entry containing Sophos address - using hardcoded value.

Trace(2012-Jan-30 16:42:37): GenerateCustomerID: complete

Trace(2012-Jan-30 16:42:37): IPCBase::IPCBase: Initialising shared memory A32951C539924a12B3C8F2FDA5A268E4

Trace(2012-Jan-30 16:42:37): IPCSender::smileytongue:rocessSend started

Trace(2012-Jan-30 16:42:37): IPCSender::smileytongue:rocessSend: No messages in queue, starting to wait

Trace(2012-Jan-30 16:42:37): RMSMessageHandler: ALUpdateStart

Trace(2012-Jan-30 16:42:37): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />

Trace(2012-Jan-30 16:42:37): IPCSender::smileytongue:rocessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />

Trace(2012-Jan-30 16:42:37): IPCSender::smileytongue:rocessSend: No messages in queue, starting to wait

Trace(2012-Jan-30 16:42:37): ALUpdate(AutoUpdate.Started):

Trace(2012-Jan-30 16:42:37): UpdateCoordinator::UpdateNow: Entering

Trace(2012-Jan-30 16:42:37): PopulateCache: Entering

Trace(2012-Jan-30 16:42:37): CIDMapFile::Create C:\ProgramData\Sophos\AutoUpdate\cache\rms.map

Trace(2012-Jan-30 16:42:37): CIDMapFile::Create C:\ProgramData\Sophos\AutoUpdate\cache\savxp.map

Trace(2012-Jan-30 16:42:37): UpdateCoordinator::UpdateNow: About to Sync list of products

Trace(2012-Jan-30 16:42:37): UpdateLocationFacade::smileyfrustrated:yncProduct: Last Update Mechanism = Unknown

Trace(2012-Jan-30 16:42:37): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, Started:

Trace(2012-Jan-30 16:42:37): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, creating update location

Trace(2012-Jan-30 16:42:37): Path to decode files to: C:\Windows\TEMP\sophos_autoupdate1.dir\1327912957

Trace(2012-Jan-30 16:42:37): Using top level catalogue sdds.esc95

Trace(2012-Jan-30 16:42:37): SDDSUpdateLocation, constructor start

Trace(2012-Jan-30 16:42:37): locConfig.m_server = http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/

Trace(2012-Jan-30 16:42:37): Calling check on source.m_address.m_path = http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/

Trace(2012-Jan-30 16:42:37): Calling package_source_init

Trace(2012-Jan-30 16:42:37): Creating package source to represent parent

Trace(2012-Jan-30 16:42:37): Create package source to represent local cache

Trace(2012-Jan-30 16:42:37): SDDSUpdateLocation::Constructor finished

Trace(2012-Jan-30 16:42:37): TrySyncProduct, Calling BeginSync

Trace(2012-Jan-30 16:42:39): SDDSUpdateLocation caught exception from BeginSync: Cannot create stream (403) http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/catalogue/sdds.esc95.xml GetLastError returned 0

Trace(2012-Jan-30 16:42:39): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, Ended - 0

Trace(2012-Jan-30 16:42:39): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started:

Trace(2012-Jan-30 16:42:39): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location

Trace(2012-Jan-30 16:42:39): Calling package_source_init

Trace(2012-Jan-30 16:42:39): TrySyncProduct, Calling BeginSync

Trace(2012-Jan-30 16:42:48): File escdp.dat not found. Return code 0x80040f04

Trace(2012-Jan-30 16:42:48): Could not read master upd file: error 0x80040f04

Trace(2012-Jan-30 16:42:48): Error -2147217660 in ReadCustomerIDFile

Trace(2012-Jan-30 16:42:48): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92}

Trace(2012-Jan-30 16:42:48): CIDUpdateLocation::smileyfrustrated:yncProduct - Updating Product: RMSNT

Trace(2012-Jan-30 16:42:48): CIDUpdate(SyncProduct.Start): RMSNT, http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/

Occasional Advisor
phidippus
Posts: 6
Registered: ‎Sun 29-Jan-2012
0

Re: [updating] could not contact server

******** LOG FILE 2 ********

Trace(2012-Jan-30 16:42:52): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}

Trace(2012-Jan-30 16:42:48): CIDSync(CidSyncMessage):

Trace(2012-Jan-30 16:42:49): CIDSync(CidSyncMessage):

Trace(2012-Jan-30 16:42:49): CIDSyncCallback, SynchronisationTerminated - Code = -2147217660

Trace(2012-Jan-30 16:42:49): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\ProgramData\Sophos\AutoUpdate\cache\rms.map

Trace(2012-Jan-30 16:42:49): CIDUpdateLocation::smileyfrustrated:yncProduct: Failed to update product (RMSNT) from "http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/", Error is :CIDSYNC_E_FILESYNCERROR (Error during file download.)

Trace(2012-Jan-30 16:42:49): CIDUpdate(CIDDownloadFailed): RMSNT, http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/

Trace(2012-Jan-30 16:42:50): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 0

Trace(2012-Jan-30 16:42:50): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 0

Trace(2012-Jan-30 16:42:50): UpdateLocationFacade::smileyfrustrated:yncProduct: Last Update Mechanism = Unknown

Trace(2012-Jan-30 16:42:50): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, Started:

Trace(2012-Jan-30 16:42:50): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, creating update location

Trace(2012-Jan-30 16:42:50): Path to decode files to: C:\Windows\TEMP\sophos_autoupdate1.dir\1327912970

Trace(2012-Jan-30 16:42:50): Using top level catalogue sdds.esc95

Trace(2012-Jan-30 16:42:50): SDDSUpdateLocation, constructor start

Trace(2012-Jan-30 16:42:50): locConfig.m_server = http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/

Trace(2012-Jan-30 16:42:50): Calling check on source.m_address.m_path = http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/

Trace(2012-Jan-30 16:42:50): Calling package_source_init

Trace(2012-Jan-30 16:42:50): Creating package source to represent parent

Trace(2012-Jan-30 16:42:50): Create package source to represent local cache

Trace(2012-Jan-30 16:42:50): SDDSUpdateLocation::Constructor finished

Trace(2012-Jan-30 16:42:50): TrySyncProduct, Calling BeginSync

Trace(2012-Jan-30 16:42:50): SDDSUpdateLocation caught exception from BeginSync: Cannot create stream (403) http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/catalogue/sdds.esc95.xml GetLastError returned 0

Trace(2012-Jan-30 16:42:50): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, Ended - 0

Trace(2012-Jan-30 16:42:50): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started:

Trace(2012-Jan-30 16:42:50): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location

Trace(2012-Jan-30 16:42:50): Calling package_source_init

Trace(2012-Jan-30 16:42:50): TrySyncProduct, Calling BeginSync

Trace(2012-Jan-30 16:42:50): File escdp.dat not found. Return code 0x80040f04

Trace(2012-Jan-30 16:42:50): Could not read master upd file: error 0x80040f04

Trace(2012-Jan-30 16:42:50): Error -2147217660 in ReadCustomerIDFile

Trace(2012-Jan-30 16:42:50): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {E17FE03B-0501-4aaa-BC69-0129D965F311}

Trace(2012-Jan-30 16:42:50): CIDUpdateLocation::smileyfrustrated:yncProduct - Updating Product: SAVXP

Trace(2012-Jan-30 16:42:50): CIDUpdate(SyncProduct.Start): SAVXP, http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/

Trace(2012-Jan-30 16:42:50): CIDUpdateLocation::smileyfrustrated:ync - Updating from http CID: http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/savxp

Trace(2012-Jan-30 16:42:50): CIDSync(CidSyncMessage):

Trace(2012-Jan-30 16:42:51): CIDSync(CidSyncMessage):

Trace(2012-Jan-30 16:42:51): CIDSyncCallback, SynchronisationTerminated - Code = -2147217660

Trace(2012-Jan-30 16:42:51): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\ProgramData\Sophos\AutoUpdate\cache\savxp.map

Trace(2012-Jan-30 16:42:51): CIDUpdateLocation::smileyfrustrated:yncProduct: Failed to update product (SAVXP) from "http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/", Error is :CIDSYNC_E_FILESYNCERROR (Error during file download.)

Trace(2012-Jan-30 16:42:51): CIDUpdate(CIDDownloadFailed): SAVXP, http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/

Trace(2012-Jan-30 16:42:52): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 0

Trace(2012-Jan-30 16:42:52): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 0

Trace(2012-Jan-30 16:42:52): UpdateLocationFacade::smileyfrustrated:yncProduct: Last Update Mechanism = Unknown

Trace(2012-Jan-30 16:42:52): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, Started:

Trace(2012-Jan-30 16:42:52): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, creating update location

Trace(2012-Jan-30 16:42:52): Path to decode files to: C:\Windows\TEMP\sophos_autoupdate1.dir\1327912972

Trace(2012-Jan-30 16:42:52): Using top level catalogue sdds.esc95

Trace(2012-Jan-30 16:42:52): SDDSUpdateLocation, constructor start

Trace(2012-Jan-30 16:42:52): locConfig.m_server = http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/

Trace(2012-Jan-30 16:42:52): Calling check on source.m_address.m_path = http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/

Trace(2012-Jan-30 16:42:52): Calling package_source_init

Trace(2012-Jan-30 16:42:52): Creating package source to represent parent

Trace(2012-Jan-30 16:42:52): Create package source to represent local cache

Trace(2012-Jan-30 16:42:52): SDDSUpdateLocation::Constructor finished

Trace(2012-Jan-30 16:42:52): TrySyncProduct, Calling BeginSync

Trace(2012-Jan-30 16:42:52): SDDSUpdateLocation caught exception from BeginSync: Cannot create stream (403) http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/catalogue/sdds.esc95.xml GetLastError returned 0

Trace(2012-Jan-30 16:42:52): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, Ended - 0

Trace(2012-Jan-30 16:42:52): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started:

Trace(2012-Jan-30 16:42:52): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location

Trace(2012-Jan-30 16:42:52): Calling package_source_init

Trace(2012-Jan-30 16:42:52): TrySyncProduct, Calling BeginSync

Trace(2012-Jan-30 16:42:52): File escdp.dat not found. Return code 0x80040f04

Trace(2012-Jan-30 16:42:52): Could not read master upd file: error 0x80040f04

Trace(2012-Jan-30 16:42:52): Error -2147217660 in ReadCustomerIDFile

Occasional Advisor
phidippus
Posts: 6
Registered: ‎Sun 29-Jan-2012
0

Re: [updating] could not contact server

******** LOG FILE 3 ********

Trace(2012-Jan-30 16:43:00): IPCSender::smileytongue:rocessSend exiting

Trace(2012-Jan-30 16:42:52): CIDUpdateLocation::smileyfrustrated:yncProduct - Updating Product: Sophos AutoUpdate

Trace(2012-Jan-30 16:42:52): CIDUpdate(SyncProduct.Start): Sophos AutoUpdate, http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/

Trace(2012-Jan-30 16:42:52): CIDUpdateLocation::smileyfrustrated:ync - Updating from http CID: http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/sau

Trace(2012-Jan-30 16:42:52): CIDSync(CidSyncMessage):

Trace(2012-Jan-30 16:42:53): CIDSync(CidSyncMessage):

Trace(2012-Jan-30 16:42:53): CIDSyncCallback, SynchronisationTerminated - Code = -2147217660

Trace(2012-Jan-30 16:42:53): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\ProgramData\Sophos\AutoUpdate\cache\sau.map

Trace(2012-Jan-30 16:42:53): CIDUpdateLocation::smileyfrustrated:yncProduct: Failed to update product (Sophos AutoUpdate) from "http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/", Error is :CIDSYNC_E_FILESYNCERROR (Error during file download.)

Trace(2012-Jan-30 16:42:53): CIDUpdate(CIDDownloadFailed): Sophos AutoUpdate, http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/

Trace(2012-Jan-30 16:42:54): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 0

Trace(2012-Jan-30 16:42:54): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 0

Trace(2012-Jan-30 16:42:54): ALUpdate(ProductUnavailable): RMSNT, Sophos

Trace(2012-Jan-30 16:42:54): UpdateLocationFacade::smileyfrustrated:yncProduct: Last Update Mechanism = SDDS

Trace(2012-Jan-30 16:42:54): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, Started:

Trace(2012-Jan-30 16:42:54): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, creating update location

Trace(2012-Jan-30 16:42:54): Path to decode files to: C:\Windows\TEMP\sophos_autoupdate1.dir\1327912974

Trace(2012-Jan-30 16:42:54): Using top level catalogue sdds.esc95

Trace(2012-Jan-30 16:42:54): SDDSUpdateLocation, constructor start

Trace(2012-Jan-30 16:42:54): locConfig.m_server = Sophos

Trace(2012-Jan-30 16:42:54): Calling check on source.m_address.m_path = Sophos

Trace(2012-Jan-30 16:42:54): Calling package_source_init

Trace(2012-Jan-30 16:42:54): Creating package source to represent parent

Trace(2012-Jan-30 16:42:54): Create package source to represent local cache

Trace(2012-Jan-30 16:42:54): SDDSUpdateLocation::Constructor finished

Trace(2012-Jan-30 16:42:54): TrySyncProduct, Calling BeginSync

Trace(2012-Jan-30 16:42:55): Opened catalogue!

Trace(2012-Jan-30 16:42:55): Attempting to synchronise load balancing and redirection files

Trace(2012-Jan-30 16:42:55): Failed to synchronise load balancing and redirection files: Sophos is not an SDDS warehouse for product SDDS

Trace(2012-Jan-30 16:42:55): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, Calling SyncProduct with {E17FE03B-0501-4aaa-BC69-0129D965F311}

Trace(2012-Jan-30 16:42:55): SDDSUpdate(SyncProduct.Start): SAVXP, Sophos

Trace(2012-Jan-30 16:42:55): Finding minimum download, this version = 312 with size 24875205

Trace(2012-Jan-30 16:42:55): Finding minimum download, this version = 313 with size 21040460

Trace(2012-Jan-30 16:42:56): Finding minimum download, this version = 314 with size 18159050

Trace(2012-Jan-30 16:42:56): Finding minimum download, this version = 315 with size 12010826

Trace(2012-Jan-30 16:42:56): Finding minimum download, this version = 316 with size 9148250

Trace(2012-Jan-30 16:42:56): Finding minimum download, this version = 318 with size 0

Trace(2012-Jan-30 16:42:56): SDDSUpdateLocation: Requesting version 318

Trace(2012-Jan-30 16:42:56): Synching version 318.103 of {E17FE03B-0501-4aaa-BC69-0129D965F311}

Trace(2012-Jan-30 16:42:56): calculating decode signature for E17FE03B-0501-4aaa-BC69-0129D965F311 with a product entry of ad11388ba3a88a56ebb1849491158af9x000

Trace(2012-Jan-30 16:42:56):  and a version entry of e5119417e023ad3c47f0c1b89443da73x000

Trace(2012-Jan-30 16:42:56): SDDSUpdate(PrimarySuccess):

Trace(2012-Jan-30 16:42:57): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, SyncProduct returned - 1

Trace(2012-Jan-30 16:42:57): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, Ended - 1

Trace(2012-Jan-30 16:42:57): UpdateLocationFacade::smileyfrustrated:yncProduct: Last Update Mechanism = SDDS

Trace(2012-Jan-30 16:42:57): SDDSUpdate(SyncProduct.Start): Sophos AutoUpdate, Sophos

Trace(2012-Jan-30 16:42:57): Finding minimum download, this version = 304 with size 0

Trace(2012-Jan-30 16:42:57): SDDSUpdateLocation: Requesting version 304

Trace(2012-Jan-30 16:42:57): Synching version 304.2 of {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}

Trace(2012-Jan-30 16:42:57): calculating decode signature for 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 with a product entry of 99f8b436e86023fadb297ff7a9cb13e1x000

Trace(2012-Jan-30 16:42:57):  and a version entry of f815d4d299ad4558bfc51b9e926cd02cx000

Trace(2012-Jan-30 16:42:57): SDDSUpdate(PrimarySuccess):

Trace(2012-Jan-30 16:42:58): ALUpdate(DownloadEnded):

Trace(2012-Jan-30 16:42:58): UpdateCoordinator::UpdateNow: About to Action list of products

Trace(2012-Jan-30 16:42:58): ALUpdate(Action.Skipped): SAVXP

Trace(2012-Jan-30 16:42:58): ALUpdate(Action.Skipped): Sophos AutoUpdate

Trace(2012-Jan-30 16:42:59): RMSMessageHandler: ALUpdateEnd

Trace(2012-Jan-30 16:42:59): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>CIDDownloadFailed</ID><StringID>107</StringID><Sender>CIDUpdate</Sender><Insert>Sophos AutoUpdate</Insert><Insert>http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/</Insert></ErrorMessage><ReadableMessage>ERROR:   Download of Sophos AutoUpdate failed from server http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/</ReadableMessage></Config>

Trace(2012-Jan-30 16:42:59): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>CIDDownloadFailed</ID><StringID>107</StringID><Sender>CIDUpdate</Sender><Insert>Sophos AutoUpdate</Insert><Insert>http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/</Insert></ErrorMessage><ReadableMessage>ERROR:   Download of Sophos AutoUpdate failed from server http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/</ReadableMessage></Config>

Trace(2012-Jan-30 16:42:59): IPCSender::smileytongue:rocessSend: Listener not ready starting to wait

 

Executive VIP
QC
Posts: 4,092
Registered: ‎Mon 23-Nov-2009
0

Re: [updating] could not contact server

Hello phidippus,

the error 0x80040f04 means the source couldn't be contacted, more specific is the "Cannot create stream (403)" which is likely the HTTP response and means that the server could be reached but denied access. As the address was preconfigured I assume the credentials are correct. You'd have to ask an admin for this server (or this WebCID) for the reason (maybe it works only from the university's network).
Updating from Sophos as secondary location seems to be ok.

HTH
Christian
Occasional Advisor
phidippus
Posts: 6
Registered: ‎Sun 29-Jan-2012
0

Re: [updating] could not contact server

Christian,

 

I am currently accessing from outside the campus, but this problem exists even when the computer is connected from the university's network. I am experiencing this problem for more than a year. All computers in my computer lab (connected to the university network) have the same problem.

 

I recently (few days ago) reinstalled Sophos. When I reinstalled, it downloaded a lot of things at first. But once the initial downloading ended, then the same problem has been occurring (i.e., cannot update).

 

P

Executive VIP
QC
Posts: 4,092
Registered: ‎Mon 23-Nov-2009
0

Re: [updating] could not contact server

Hello P,

networks aren't what they used to be :smileywink:.
More than a year is way too long - such issues should get resolved within days at most. If I understand you correctly it always installs ok (including the RMS component?) but then always fails to update from the Primary location? How do you install Sophos - using a package provided by the university or some other method?
The clients (seem to) use Sophos as Secondary update location. As you probably did not configure this yourself it comes either from the install or from the central management console. In both cases only your site's support can provide a solution.

Christian